Remove old web comm sessions

[grant111]

Does anyone know a decent way to remove "stuck" sessions from the cls_Sessions table for web chat?

I keep getting sessions that stick around forever if a user is chatting on a mobile phone and loses service or doesn't close out of chat.

So far, I'm manually useing SOAP UI to remove single sessions, or rebooting our CCMM.

It'd be nice to know of a way to configure the server to remove sessions older than 24 hours etc.

Any ideas?

[lbhardwaj]

Remove old web comm sessions

On CCMM Administration we have option to close the contact after 60 Min if its lying idle & in open state with Agent . did you explore that option ?

clearing the Session from Database is not advisable for you . may be you bring the issue in attention through Service Request .

[grant111]

Yes, I did configure that option. But that's for closing the "contact" in the contact table. I'm looking at the sessions table.

I've tested a conversation and it looks like if the agent closes the conversation and gives it a closed reason, then the customer closes the conversation after the agent has already marked it closed, the session stays in the session table instead of being released.

So essentially, each time one of our agents leaves a conversation before a customer does, the session gets left in the table. Is this a AAAD issue?

[lbhardwaj]

Can you confirm the AACC release & Service pack detail with which you are facing this issue ? Also can you confirm the SDK you are using is complaint with that release ?

[grant111]

AACC 6.4 the SDK for 6.4. Barely customized. The only customizations I have actually made were to the CSS file so it contains my company logo and font styles.

Not sure if there is a service pack installed on our end. Not even sure there is a service pack for 6.4. I'm a web developer, not an Avaya sys admin. Our sys admin only gave me a few permissions to Launchpad for the multimedia settings.

[lbhardwaj]

This looks to be AAAD issue . Can you please raise a Service Request .

[grant111]

Will do. Thanks for the help.

Any idea what the issue might be? Is the AAAD not calling the customer_endsession web service or something?

Thanks again!

[lbhardwaj]

Hi Dear ,

I ran the test in my Lab AACC 6.4 SP13 with latest SDK and when Agent disconnect the chat ,then customer get a notification that Agent left the Session .

When customer disconnect the chat then Agent get notification that customer left .
In both scenerio session is getting close in Database without manual effort .

Can you check your client AgentDesktop logs & see in failure scenerio do you see below messaging in client.

***Starting to close session for Contact 2 at 06:27:49.223

CheckSecurityLevel for thread: WC Close Session Start of DataLayer CloseSession. was successful

Entering CommunicationLayer.CloseSession
Using Web Reference: http://<CCMMSERVERNAME>/csp/multimed...mmsSession.cls
Leaving CommunicationLayer.CloseSession
usrIncomingTextChat.CloseSessionComplete() - IsHandleCreated: True
usrIncomingTextChat.CloseSessionComplete() - IsHandleCreated: True

***Finished closing session for Contact 2 at 06:27:49.553

these messages will involke webservice to close the session.

[grant111]

Solution

Apparently this is a service pack issue. This is the reply I received from Avaya support:

Session stays in the cls_sessions table when Agent leaves a conversation before a customer does is solved in AACC Service Pack SP 13 as below.

wi01159143: AACC 6.4 SP13 - Delete old cls.Sessions records that are no longer associated with active customer web comms sessions
Solution - Added a clean up procedure to the nightly task. Customer sessions in cls.Sessions will be deleted if there is no associated webcomms contact in progress.

Hence this problem will be solved once AACC patch line up is upgraded Service Pack SP 12 to SP 13.